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1、客户满意度调查表customer survey Page 1 of 5 SF127客户满意程度调查表 SF127 CUSTOMER SATISFACTION SURVEY FORM 客户名稱: _ _ Clients Name: _ 联系人及联系方式：_ 第一列1 “工作表现”： 请对xxx在下列所提供的服务方面的工作表现打分。 Column 1: Please rate BUREAU VERITASS PERFORMANCE on the following services provided to date. (5 = Excellent, 4 = Very Good, 3 = Good,
2、 2 = Fair, 1 = Poor) 第二列 2 “重要程度”： 请对该项内容对贵公司的重要性打分。 Column 2: Please Rate each category for IMPORTANCE to your company. (5 = Critical, 4 = Very Important, 3 = Important, 2 = Not Very Important, 1 = Not Important) 自从贵公司和XXX开始接触以来，我们的表现： Since your initial contact with XXX, How responsive have we bee
3、n: a.回答贵公司打来的电话方面如何？ a. Answering your phone calls to our office? b.在向贵公司呈交有关XXX的资料方面如何？ b. Presenting you with information about XXXX Certification? c.及时向贵公司报价方面如何？ c. Providing you with a quote in a timely manner? d.对贵公司的报价是否清楚？ d. Providing you with a clear quote? e.回答贵公司所提的有关Bureau Veritas的问题方面如
4、何？ e. Following up to your inquiries about XXXX? 工作表现 重 重要性 Performance Importance 为贵公司注册评审所作的准备工作方面，请告诉我们: In preparing for your Registration Audit, Please tell us: 工作表现 重 重要性 Performance Importance a.对贵公司质量手册的评审是否及时？ a. Did we review your Manual in a timely manner? b.对质量手册评审报告之内容是否符合贵公司的期望？ b. Did
5、 the content of the review report for your Manual meet your expectations? c.贵公司和我们评审组的沟通是否充分？ c. Was the communication with our Audit team adequate? d.最后确定的评审进度是否能接受？ d. Was the final Audit schedule acceptable? e.对即将要进行的评审过程是否明确？ e. How clear was the forthcoming Audit Process? REV. 22/02/10 Page 2 o
6、f 5 工作表现 重 重要性 贵公司的评审已经进行了，请告诉我们: Your Audit has now taken place; Please tell us: a.我们的评审员是否态度亲切、处事认真且有礼貌？ a. Were our Auditors concerned, earnest and courteous? b.我们的评审员是否具有足够的专业知识与能力能客观地指出缺失 及提供适当的改善项目。 b. Did our auditors have sufficient professional knowledge and skills to find out non-conformit
7、ies and provide appropriate corrective actions in an objective manner? c.我们的评审员是否能快速地掌握问题，且能对“缺失改善项目”清楚的解释及沟通？ c. Were our auditors capable of locating issues quickly and explaining and communicating clearly “non-conformity corrective actions”? d.我们的评审员向贵公司提出的报告和各种信息反馈是否满足要求？ d. Were the reports and
8、 feedback presented to you by our auditors adequate? e.我们的评审员能否关心配合客户的管理问题并提供有价值的协助？ e. Could our auditors attend to their customers management issues and provide valuable support? f.我们的评审员的工作作风和评审方法及评审之有效性，是否符合贵公司的期望？ f. Did our auditors style and methods of assessing meet your expectations? g.我们的评
9、审员执行认证 (初审及年度评审) 是否保持一致的审核方法？ g. Were our auditors keeping consistent auditing methods throughout the certification process (initial audit and Surveillance visits)? h. 请对我们的评审员的水平打分。 Please rate our Auditors skills? 哪位审核员让您印象深刻？ h. 请对我们的评审员的水平打分。 Please rate our Auditors skills? 哪位审核员的什么方面您认为需要改善？ i
10、.我们的行政后勤人员是否具有良好的服务态度与服务质量？ i. Were our administrative support staffs attitude and service quality satisfactory? Performance Importance 有关注册费用和评审发生费用的收费方面，请告诉我们： Tell us about Your Invoice for Registration fees and expenses: 工作表现 重 重要性 Performance Importance a.向贵公司提出的发票是否及时？ a. Did we present your i
11、nvoice in a timely manner? b.开给贵公司的发票是否清楚而且内容正确？ b. Was your invoice clear and correct? c.贵公司的发票是否送到正确的地址和正确的人手里？ c. Was your invoice sent to the right address and person? REV. 22/02/10 Page 3 of 5 发给贵公司的认证证书在下列方面是否满足贵公司的期望？ 工作表现 重 重要性 Did your Certification meet expectations with regard to: Perform
12、ance Importance a.发给贵公司的证书是否及时？ a. Delivery of your Certificate(s) in a timely manner? b.发给贵公司的证书和标志是否对贵公司有帮助？ b. Usefulness of your certificate and logos for promotional purposes? c.证书本身的质量和正确性方面如何？ c. Quality and correctness of the Certificate? BV整体满意度方面是否满足贵公司的期望？ 工作表现 重 重要性 Does the overall sati
13、sfaction meet your companys expectations? Performance Importance a.XXXX 所提供的各项服务贵公司是否满意？ a. Are you satisfied with every type of service provided by XXXX? b.XXXX 所提供的各项“认证行程安排，联络与协调”等行政服务方 面贵公司是否满意？ b. Are you satisfied with every of our XXXXs administrative services like “Certification programmes,
14、contact and coordination arrangements”? c.XXXX 所提供的“认证、评审”服务贵公司是否满意？ c. Are you satisfied with the “Certification and audit” services provided by XXXX? d.XXXX 客户服务对“现有客户服务”方面是否能令贵公司满意？ d. Are you satisfied with the “Existing Client Services” provided by XXXXs Customer Service Department? e.XXXX 所提供的
15、服务，贵公司的总体评价如何？ e. Your overall evaluation towards XXXXs services? 贵公司选择XXXX提供认证服务的原因？ 重 重要性 Reasons for choosing Bureau Veritas s certification services a.XXXX享有良好的声誉。 a. The good reputation of XXXX b.XXXX是一家国际上著名的认证公司，为广大企业界及社会推崇。 b. XXXX is an internationally renowned certification body, highly pr
16、aised by the vast business world and the society c.相信并期望XXXX拥有专业的审核员。 c. Having a belief and expectation that XXXX has professional auditors d.藉由与市场行销人员接触相信XXXX是一家值得信赖的认证公司。 d. Getting a belief that XXXX is a reliable certification body through the contact of marketing and sales executives e.经由您的客户或
17、母 (总) 公司或同业推荐。 e. Introduced by your customers, mother company or headquarters or persons of the same industry f.Bureau Vertias Certification 拥有广大国际知名度的公司希望成为其认证客户群之一员。 f. The wish of becoming one of the certified members of XXXX who has granted certification to a large variety of world-class organi
18、zations g.XXXX 拥有全世界的网络被广大企业界接受且拥有30多个国家的认可授信。 g. XXXX has a global network, widely accepted by a large variety of businesses and has accreditations from more than 30 countries h.XXXX是一家很有企业道德及认证严谨的公司。 h. XXXX is concerned with business ethics and rigorous certification work Importance REV. 22/02/10
19、 Page 4 of 5 i.采用了由XXXX 提供的培训服务后，因此信赖XXXX能提供好的认证服务。 i. Having attended XXXXs training courses and confident in the good quality of their certification services j.其它原因 (请叙述于后): j. Other reasons (please state below): 请提供贵公司的宝贵意见，以便XXXX不断地改善其认证服务 Please provide XXXX with your valuable comments to let u
20、s continuously improve the certification services a.首次会议: b.末次会议 c.审核过程 d.其他方面 REV. 22/02/10 Page 5 of 5 (以下由XXXX办公室填写) 发出调查表的XXXX办公室: (XXXX office use only) XXXX Issuing Office: 收到日期: _ No. _ XXXX的客户: Date Received: _ No. _ XXXX Client: 是提交SF26否？是 否 客户合约号: SF26 Raised? Y N Client Contract 签名：_ Signature: _ REV. 22/02/10
